Call Center Representative

Our client, a federal agency that works to alleviate national disasters by providing resources to those in need, has tasked us with finding qualified candidates for a Call Center Representative position. This is a contract for a temporary period of approximately 6-12 months or longer. Call Center Representatives will serve as a direct point of contact for individuals registering for federal assistance. You will respond to inbound and outbound calls to assigned contacts, and must have excellent communication skills, as well as strong typing skills to collect and provide accurate data entry. Must be available to work 40 between the hours of 9:00 am to 9:00 pm (EST), Monday-Friday.

Qualified Call Center Representative Candidates Will:
  • Conduct all calls with patience, tact, courtesy, and empathy to determine needs, and provide instructions and gather details.
  • Enter information into a federal government agency’s Windows-based computer database as required, while conducting an intake call using the script provided.
  • Provide phone number and agency referrals as necessary for applicable secondary support organizations and other assistance.
  • Perform additional duties assigned based on level of support to the event. Examples include but are not limited to: Registration Intake (RI), Helpline (HL), Transitional Sheltering Assistance (TSA), or COVID-19 related duties, as assigned.
  • The Call Center Representative will participate in orientation and training sessions related to work responsibilities and security protocols.
  • Attend all scheduled shift meetings to receive event specific information prior to beginning shift.
  • Complete all necessary Certifications in a timely manner.
Call Center Representative – Required Knowledge and Skills:
  • Experience supporting government call centers; particularly with DHS is preferred.
  • Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, verbal and written.
  • Bilingual (Spanish) is a Plus.
  • Have knowledge and experience with personal computers in a Microsoft Windows based environment.
  • Must be a U.S. Citizen and 18 years of age or older.
  • Must be able to pass a routine criminal background check for public trust security clearance.
  • Must be flexible and able to work independently.

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